CN106934594A - Business handling method and system on a kind of line - Google Patents
Business handling method and system on a kind of line Download PDFInfo
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- CN106934594A CN106934594A CN201710098457.4A CN201710098457A CN106934594A CN 106934594 A CN106934594 A CN 106934594A CN 201710098457 A CN201710098457 A CN 201710098457A CN 106934594 A CN106934594 A CN 106934594A
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- G—PHYSICS
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q10/10—Office automation; Time management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
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Abstract
The invention belongs to the Internet, applications field, there is provided business handling method and system on a kind of line, to improve business handling efficiency, reduce and link up cost and form good interaction.Methods described includes：Customer side sends business packet to trigger handling for business on client's initial to client；The situation of business on line is handled to contact staff displaying client in when the handling of business on client's initial, customer side；Contact staff is in the way of business is accompanied by customer side and customer interaction information.The technical scheme one side contact staff that the present invention is provided encounters problem when speculating or finding client's transacting business, can be with pro-active intervention, so as to improve business handling efficiency；On the other hand, contact staff is in the way of business is accompanied by customer side and customer interaction information, without by cross-platform acquisition help information, so as to reduce the time cost of communication and with client form good interaction, the efficiency of business handling objectively can be also provided.
Description
Technical field
The invention belongs to business handling method and system on the Internet, applications field, more particularly to a kind of line.
Background technology
Handling for the finance class business such as security, fund, bank and insurance under traditional mode needs customer to face cabinet, faces cabinet
Benefit is that can have corresponding staff to instruct when business handling, while doing examination, improves disposable
The success rate of business handling, but such mode can also expend the travel time of user, and financial institution's needs are substantial amounts of
Xian Xia business office and substantial amounts of employee.
With the development of internet (Internet) tide, financial institution has begun to dispose online customer service system, by original
The service that first call center undertakes is transferred on line, however, these services are largely similar to after-sale service, financial institution is also
It is to need the mode under substantial amounts of marketing personnel and throwing Gu personnel's line to found business.For example, when client is flat in the net Room, store etc.
Need to jump to other intercourse platforms when platform encounters problems and inquired, during inquiry, user needs to carry out detailed asking
Topic description, contact staff carries out answer according to the description of client.For abnormal problem, need to be guided by other channels.
The pattern of business handling on above-mentioned line, its defect be it will be apparent that specific manifestation in the following areas：
1) inefficiency, because client needs cross-platform acquisition to service, causes current business to be interrupted, and is in particular in and works as
Client, if initiating counsel requests to contact staff, can jump to brand-new platform and be linked up in transacting business, purchase commodity；
2) high cost is linked up, is in particular in that client needs the problem that will be run into be described in detail, contact staff needs
Problem place is determined by the description of client, there is provided solution, this process linked up can expend many times, increase
Plus link up cost；
3) good interaction can not be formed, if for example, client does not ask for help actively during business handling, customer service
Personnel can only check after the completion of business handling and handle result, if business handling fails, contact staff can only be by other canals
Further follow up in road.
The content of the invention
It is an object of the invention to provide business handling method and system on a kind of line, to improve business handling efficiency, drop
Low communication cost simultaneously forms good interaction.
First aspect present invention provides a kind of business handling method on line, and methods described includes：
Customer side sends business packet to trigger handling for business on client's initial to client；
When the handling of business on client's initial, the customer side shows that the client handles institute to contact staff
State the situation of business on line；
The contact staff is in the way of business is accompanied by the customer side and the customer interaction information.
Second aspect present invention provides business handling system on a kind of line, and the system includes customer side and client, institute
Stating customer side includes the first sending module, display module, the first interactive module, and the client includes the second interactive module；
First sending module, for sending business packet to trigger handling for business on client's initial to client；
The display module, for when the handling of business on client's initial, the visitor is shown to contact staff
Handle the situation of business on the line in family；
First interactive module, for the contact staff by business accompany in the way of by the customer side with it is described
Customer interaction information；
Second interactive module, for the first interactive module described in the client response, letter is interacted with the customer side
Breath.
Knowable to the invention described above technical scheme, on the one hand, when the handling of business on client's initial, customer side can be with
The situation of business on the line is handled to contact staff displaying client, therefore, contact staff is speculating or is finding that client handles industry
Problem is encountered during business, (can be comprised querying whether to want help and help is directly provided) with pro-active intervention, so as to improve industry
Efficiency is handled in business；On the other hand, contact staff passes through customer side and customer interaction information in the way of business is accompanied, without passing through
Cross-platform acquisition help information, so as to reduce the time cost of communication and with client form good interaction, objectively
The efficiency of business handling can be provided.
Brief description of the drawings
Fig. 1 is that business handling method realizes schematic flow sheet on line that the embodiment of the present invention one is provided；
Fig. 2 is the structural representation of business handling system on the line of the offer of the embodiment of the present invention two；
Fig. 3 is the structural representation of business handling system on the line of the offer of the embodiment of the present invention three；
Fig. 4 is the structural representation of business handling system on the line of the offer of the embodiment of the present invention four；
Fig. 5 is the structural representation of business handling system on the line of the offer of the embodiment of the present invention five；
Fig. 6-a are the structural representations of business handling system on the line of the offer of the embodiment of the present invention six；
Fig. 6-b are the structural representations of business handling system on the line of the offer of the embodiment of the present invention seven；
Fig. 6-c are the structural representations of business handling system on the line of the offer of the embodiment of the present invention eight；
Fig. 6-d are the structural representations of business handling system on the line of the offer of the embodiment of the present invention nine.
Specific embodiment
In order that the purpose of the present invention, technical scheme and beneficial effect become more apparent, below in conjunction with accompanying drawing and implementation
Example, the present invention will be described in further detail.It should be appreciated that specific embodiment described herein is only used to explain this hair
It is bright, it is not intended to limit the present invention.
The embodiment of the present invention provides a kind of business handling method on line, and methods described includes：Customer side sends to client
Business packet is triggering handling for business on client's initial；When the handling of business on client's initial, the customer side
Show that the client handles the situation of business on the line to contact staff；The contact staff passes through in the way of business is accompanied
The customer side and the customer interaction information.The embodiment of the present invention also provides business handling system on a kind of corresponding line.With
It is lower to be described in detail respectively.
Accompanying drawing 1 is referred to, is that business handling method realizes schematic flow sheet on line that the embodiment of the present invention one is provided, it is main
S101 to step S103 is comprised the following steps, is described in detail as follows：
S101, customer side sends business packet to trigger handling for business on client's initial to client.
In embodiments of the present invention, so-called business packet, refers to the packet for being integrated into the packing of each business, and it includes industry
Entrance is introduced and handled in business, and fill data by client's click is handled according to the guiding finishing service in business packet.
Business on line is handled to contact staff displaying client in S102, when the handling of business on client's initial, customer side
Situation.
Specifically, industry on line is handled to contact staff displaying client in when the handling of business on client's initial, customer side
The situation of business includes showing on whole line operation flow and client when handling business on the line in each step to contact staff
Residence time, and offer check that client handles the entrance of the information filled in during business on line, by this entrance, customer service people
Member can view client and handle the information filled in during business on line, and can specifically refine to each field fills in situation.
It should be noted that being not that all of information of client can be transferred through entrance displaying or find.In order to protect client
Privacy, in embodiments of the present invention, if client handles the privacy information that the information filled in during business on line is related to the client,
For example, password of account etc., then customer side hides the privacy information being related to, for example, not showing that the privacy being related to is believed
Breath, or, the privacy information being related to is replaced with " * ", " " or other spcial characters.
S103, contact staff is in the way of business is accompanied by customer side and customer interaction information.
In embodiments of the present invention, contact staff is main with customer interaction information by customer side in the way of business is accompanied
Including two aspects, one is the real time problem run into when client is sent and handle business on line by chat interface to customer side, two
It is that customer side sends the business handling real-time instruction information that contact staff provides to client.Wherein, client passes through chat interface
The real time problem run into when sending and handle business on line to customer side is specifically included：Client is on line is handled during business, if felt
Must encounter problems, may return to chat interface consulting contact staff, i.e. sent to customer side by chat interface and handle industry on line
The real time problem run into during business, business handling progress is kept on current line；After contact staff completes to teach, client can return
Business handling interface on to line, continues subsequent step, and customer side is real-time to the business handling that client sends contact staff's offer
Tutorial message is specifically included：Contact staff sees that client handles the content of the action and input carried out during business on line in real time,
When contact staff sees that the input of client is problematic, real-time session can be carried out by chat interface and client, be referred in real time
Lead.
As it was previously stated, contact staff can be when customer side sees that client handles business on line during the stop of each step
Between, therefore, if client handles business on line, and, when certain step residence time is long, contact staff can speculate that client may meet
To problem, therefore, actively inquire, i.e. the information whether inquiry client wants help is sent to client by customer side.
To after affirmative answer, help information can be shown, in this way, client need not do excessively to the new prompting message of client push
Explain that contact staff can just deduce specific problem points and propose solution, reduce the time wasted in linking up, together
When also shorten and present business handling duration, improve proprietary efficiency.
Knowable to business handling method on the line of the example of above-mentioned accompanying drawing 1, on the one hand, business handles on client's initial
When, customer side can handle the situation of business on the line to contact staff displaying client, therefore, contact staff is speculating or is sending out
Problem is encountered during existing client's transacting business, (can be comprised querying whether to want help and help is directly provided) with pro-active intervention,
So as to improve business handling efficiency；On the other hand, contact staff passes through customer side and customer interaction in the way of business is accompanied
Information, without by cross-platform acquisition help information, so as to reduce the time cost of communication and with client form good
Interaction, objectively can also provide the efficiency of business handling.
Accompanying drawing 2 is referred to, is the structural representation of business handling system on the line of the offer of the embodiment of the present invention two.In order to just
In explanation, accompanying drawing 2 illustrate only the part related to the embodiment of the present invention.Business handling system can be with the line of the example of accompanying drawing 2
It is the executive agent of business handling method on the line of the example of accompanying drawing 1, it mainly includes customer side 201 and client 202, wherein,
Customer side 201 includes the first sending module 203, display module 204, the first interactive module 205, and client 202 includes that second hands over
Mutual module 206, describes in detail as follows：
First sending module 203, for sending business packet to trigger doing for business on client's initial to client 202
Reason；
Display module 204, for when the handling of business on client's initial, handles on line to contact staff displaying client
The situation of business；
First interactive module 205, customer side and customer interaction information are passed through for contact staff in the way of business is accompanied；
Second interactive module 206, for the first interactive module of client response 205, with the interactive information of customer side 201.
It should be noted that on the line of the example of the figures above 2 in the implementation method of business handling system, each functional module
Division is merely illustrative of, can as needed in practical application, such as the realization of the configuration requirement or software of corresponding hardware
Convenient consideration, and above-mentioned functions distribution is completed by different functional modules, will on the line business handling system it is interior
Portion's structure is divided into different functional modules, to complete all or part of function described above.And, in practical application,
Corresponding functional module in the present embodiment can be realized by corresponding hardware, it is also possible to be performed by corresponding hardware corresponding
Software is completed, for example, the first foregoing sending module, can have execution foregoing to send business packet to trigger visitor to client
The hardware handled of business on the initial of family, such as the first transmitter, or be able to carry out corresponding computer program so as to
Complete the general processor or other hardware devices of foregoing function；Display module as the aforementioned, can start in client again
When handling of business on line, the hardware of the situation of business on line, such as display device are handled to contact staff displaying client, it is also possible to
It is to be able to carry out corresponding computer program so as to complete the general processor or other hardware device (this specification of foregoing function
Each embodiment for providing can all apply foregoing description principle).
The display module 204 of the example of accompanying drawing 2 can include information display unit 301 and check unit 302, such as the institute of accompanying drawing 3
Show business handling system on the line that the embodiment of the present invention three is provided, wherein：
Information display unit 301, for showing that operation flow and client handle business on line on whole line to contact staff
When each step residence time；
Unit 302 is checked, the entrance of the information filled in when checking that client handles business on line for providing.
The customer side 201 of the example of accompanying drawing 3 can also include information hiding module 401, as shown in Figure 4 the embodiment of the present invention
Business handling system on four lines for providing.If information hiding module 401 is handled the information filled in during business on line and is related to for client
And the privacy information of client, then hide the privacy information being related to.
First interactive module 205 of the example of accompanying drawing 2 includes tutorial message transmitting element 501, and the second interactive module 206 includes
Real time problem transmitting element 502, business handling system on the line that the embodiment of the present invention five is provided as shown in Figure 5, wherein：
Tutorial message transmitting element 501, for sending the business handling real-time instruction information that contact staff provides to client；
Real time problem transmitting element 502, runs into during for being sent and handle business on line to customer side 201 by chat interface
Real time problem.
The customer side 201 of any example of accompanying drawing 2 to 5 can also include the second sending module 601, such as accompanying drawing 6-a to accompanying drawing
Business handling system on the line that 6-d embodiments six to nine are provided.Second sending module 601 handles on line business at certain for client
When individual step residence time is long, the information whether inquiry client wants help is sent to client 202.
It should be noted that the content such as information exchange, implementation procedure between each module/unit of said apparatus, due to
The inventive method embodiment is based on same design, and the technique effect that it brings is identical with the inventive method embodiment, particular content
Reference can be made to the narration in the inventive method embodiment, here is omitted.
One of ordinary skill in the art will appreciate that all or part of step in the various methods of above-described embodiment is can
Completed with instructing the hardware of correlation by program, the program can be stored in a computer-readable recording medium, storage
Medium can include：Read-only storage (ROM, Read Only Memory), random access memory (RAM, Random
Access Memory), disk or CD etc..
Business handling method and system is described in detail on a kind of line for being provided the embodiment of the present invention above, this
Apply specific case in text to be set forth principle of the invention and implementation method, the explanation of above example is only intended to
Help understands the method for the present invention and its core concept；Simultaneously for those of ordinary skill in the art, according to think of of the invention
Think, will change in specific embodiments and applications, in sum, it is right that this specification content should not be construed as
Limitation of the invention.
Claims (10)
1. a kind of business handling method on line, it is characterised in that methods described includes：
Customer side sends business packet to trigger handling for business on client's initial to client；
When the handling of business on client's initial, the customer side shows that the client handles the line to contact staff
The situation of upper business；
The contact staff is in the way of business is accompanied by the customer side and the customer interaction information.
2. the method for claim 1, it is characterised in that when the handling of business on client's initial, institute
State customer side and show that the client handles the situation of business on the line to contact staff, including：
At each when handling business on the line to operation flow on the contact staff whole line of displaying and the client
The residence time of step；And
Offer checks that the client handles the entrance of the information filled in during business on the line.
3. method as claimed in claim 2, it is characterised in that if the client handles the information filled in during business on the line
It is related to the privacy information of the client, then methods described also includes：
The customer side hides the privacy information being related to.
4. the method for claim 1, it is characterised in that the contact staff passes through the visitor in the way of business is accompanied
End and the customer interaction information are taken, including：
The real time problem that the client runs into when being sent and handle business on the line to the customer side by chat interface；With
And
The customer side sends the business handling real-time instruction information that the contact staff provides to the client.
5. the method as described in Claims 1-4 any one, it is characterised in that methods described also includes：
The client handles business on the line, and, when certain step residence time is long, the customer side is sent out to the client
Send the inquiry the information whether client wants help.
6. business handling system on a kind of line, it is characterised in that the system includes customer side and client, the customer side bag
The first sending module, display module, the first interactive module are included, the client includes the second interactive module；
First sending module, for sending business packet to trigger handling for business on client's initial to client；
The display module, for when the handling of business on client's initial, shows that the client does to contact staff
Manage the situation of business on the line；
First interactive module, the customer side and the client are passed through for the contact staff in the way of business is accompanied
Interactive information；
Second interactive module, for the first interactive module described in the client response, with the customer side interactive information.
7. system as claimed in claim 6, it is characterised in that the display module includes：
Information display unit, for handling described to operation flow on the whole line of contact staff displaying and the client
Residence time on line during business in each step；And
Unit is checked, the entrance of the information filled in when checking that the client handles business on the line for providing.
8. system as claimed in claim 7, it is characterised in that the customer side also includes：
Information hiding module, if the information filled in when handling business on the line for the client is related to the privacy of the client
Information, then hide the privacy information being related to.
9. system as claimed in claim 6, it is characterised in that first interactive module includes tutorial message transmitting element,
Second interactive module includes real time problem transmitting element；
The tutorial message transmitting element, for sending the business handling real-time instruction that the contact staff provides to the client
Information；
The real time problem transmitting element, meets during for being sent to the customer side and handle business on the line by chat interface
The real time problem for arriving.
10. the system as described in claim 6 to 9 any one, it is characterised in that the customer side also includes：
Second sending module, business is handled on the line when certain step residence time is long, to described for the client
Client sends the information whether the inquiry client wants help.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710098457.4A CN106934594A (en) | 2017-02-22 | 2017-02-22 | Business handling method and system on a kind of line |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710098457.4A CN106934594A (en) | 2017-02-22 | 2017-02-22 | Business handling method and system on a kind of line |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN106934594A true CN106934594A (en) | 2017-07-07 |
Family
ID=59423773
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710098457.4A Pending CN106934594A (en) | 2017-02-22 | 2017-02-22 | Business handling method and system on a kind of line |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109741035A (en) * | 2019-01-03 | 2019-05-10 | 深圳壹账通智能科技有限公司 | Data processing method, device, computer equipment and storage medium |
| CN110019693A (en) * | 2017-07-25 | 2019-07-16 | 百度在线网络技术（北京）有限公司 | Information recommendation method, server and the computer-readable medium of intelligent customer service |
| CN113393332A (en) * | 2021-07-26 | 2021-09-14 | 上海摩莱信息科技有限公司 | Multi-terminal interaction system and method based on insurance information |
| CN114358717A (en) * | 2021-12-22 | 2022-04-15 | 深圳市金证科技股份有限公司 | Mobile exhibition method, equipment and computer readable storage medium |
| CN114500420A (en) * | 2021-12-24 | 2022-05-13 | 浙江融象数字科技有限公司 | Chat communication system integrating business processing |
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